Lead - Customer Success Manager (Dutch Speaking)

📋 Description

• • Own the customer relationship end-to-end as the single point of accountability for a portfolio of mid-market and enterprise accounts across the Netherlands and broader Benelux region. You will be the face of Freshworks on-site and virtually, ensuring every interaction reinforces our “Customers for Life” philosophy.
• • Develop and execute strategic account plans jointly with the Account Manager, translating each customer’s business objectives into a multi-year roadmap that expands platform adoption, increases ARR, and cements Freshworks as a mission-critical partner.
• • Conduct quarterly business reviews (QBRs) and executive steering committees with C-level stakeholders, presenting data-driven insights on ROI, adoption metrics, and upcoming product innovations that map directly to their KPIs.
• • Drive deep product adoption by running targeted enablement workshops, creating custom dashboards, and delivering value assessments that quantify the impact of Freshworks on cost savings, revenue growth, and customer experience improvements.
• • Identify whitespace within each account and partner with Sales to craft compelling expansion proposals—whether that’s adding new products (Freshdesk, Freshservice, Freshsales, etc.), increasing seat count, or deploying advanced AI features—resulting in measurable upsell and cross-sell revenue.
• • Act as the “Voice of the Customer” internally: synthesize feedback from support tickets, NPS surveys, and user forums into actionable insights for Product Management and Engineering, ensuring our roadmap reflects real-world needs and accelerates innovation.
• • Orchestrate a 360-degree customer experience by aligning Professional Services, Support, Training, and certified partners around a unified success plan, eliminating friction and accelerating time-to-value for every new module or integration.
• • Transform satisfied customers into vocal advocates by nurturing reference programs—securing case studies, co-hosting webinars, arranging speaking slots at industry events, and generating G2/TrustRadius reviews that fuel our demand engine.
• • Provide ongoing coaching and best-practice sharing to customer champions and power users, enabling them to become internal Freshworks evangelists and reducing dependency on our support channels.
• • Leverage our value-assessment framework to build ROI models that resonate with Finance, Procurement, and Executive sponsors, turning renewal conversations into expansion opportunities and minimizing churn risk.
• • Monitor health scores, usage telemetry, and sentiment data daily; proactively intervene when leading indicators dip, deploying success plays that restore momentum and protect recurring revenue.
• • Stay ahead of industry trends (ITSM, CX, CRM, AI) and competitive landscapes so you can position Freshworks as the innovative alternative, guiding customers through digital-transformation initiatives.
• • Mentor junior CSMs and share winning tactics across the EMEA Success team, raising the bar for customer-centricity and reinforcing a culture of continuous learning and celebration.